Technical Support Engineer Performance, 33233307

2 weeks ago

Orlando, United States Cypress HCM Full time
Job DescriptionJob DescriptionTechnical Support Engineer – Performance, 33233307Opportunity:In this role, you will find ways to remediate outages or enhance performance on the ServiceNow platform, utilizing tools like BigData, Splunk, and Grafana to map out metrics and identify trends on transactional throughput, memory, CPU, job processing, and disk utilization. Using your database optimization skills, you will directly tune the database, add indexes, maintain tables and data, and understand execution plans to recommend better formed queries. You will review Javascript and Java application code to point out and fix performance concerns. You bridge the gap between the customer and the different internal teams (Development, Infrastructure, Networking, Hardware) to reproduce performance issues and find root cause analysis.What you get to do in this role:The Performance Support Engineer will be responsible for managing and resolving the most challenging issues for the ServiceNow Technical Support team focusing on Performance and instance availability. This includes being the last point of escalation within the technical support department. The successful candidate will be able to quickly gain an understanding of the ServiceNow platform. This is a customer-facing role and therefore it requires strong inter-personal skills in addition to strong technical skills.Required Skills
  • Strong personal commitment to quality and customer service
  • Experience with relational databases (e.g. MySQL, Oracle)
  • Java experience- ability to read and understand object-oriented design principles and memory management
  • Experience in one (or more) scripting languages- JavaScript is preferred. Python or Perl-plus
  • Advanced Unix/Linux experience
  • Ability to analyze java heap dumps as well as thread dumps
  • Working knowledge of the components in a web applications stack.
  • Experience diagnosing performance degradation (e.g. explain plans, database tuning)
  • Strong teammate with high level of commitment and excellent communication skills
Desired Skills (The following additional skills are preferred but not required)
  • Understanding of Web Services, JDBC, ODBC
  • Understanding of TCP/IP and Networking knowledge
  • Experience with Splunk
  • Understanding of remote administration via SSH, SNMP, WMI, Powershell
  • A fundamental understanding of ITSM, ITIL, and/or CMDB
Hiring Manager Notes:What are the top must haves in order to be successful in this role?
  • Strong personal commitment to quality and customer service
  • Experience with relational databases (e.g. MySQL, Oracle)
  • Java experience- ability to read and understand object oriented design principles and memory management
  • Experience in one (or more) scripting languages- JavaScript is preferred. Python or Perl-plus
  • Advanced Unix/Linux experience
  • Ability to analyze java heap dumps as well as thread dumps
  • Working knowledge of the components in a web applications stack.
  • Experience diagnosing performance degradation (e.g. explain plans, database tuning)
  • Strong teammate with high level of commitment and excellent communication skills
What will the interview process look like?
  • First round - 30 to 45 minute monitoring phone interview (behavioral and technical questions)
  • Final round - 1 hour panel interview with 2-3 engineers and hiring manager (technical questions)
Note: This position requires to be onsite twice a week. Wednesdays and Thursdays are currently prominent but may change. Pay Rate Range:
  • $30-35.71/hr.

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